Luiz Gustavo F. Dos Santos Email & Phone Number

Gold Coast, Queensland, Australia

I look after the VoIP service, including technical infrastructure, technical support, and billing.Technical infrastructure: ensuring all customers have connectivity, by monitoring endpoints and servers, alerting the team in case of failures or outages. I also work automating tasks for quick deployment of voip devices and keeping standard configurations across all customers.Technical support: installation of voip devices such as deskphones, cordless phones, intercoms, PABX, gateways, etc. Customer service, assisting with call-flows, understanding the technical requirements, and choosing equipment. Phone number porting, ensuring smooth transition across carriers.Billing system: tracking invoices and charges and monitoring costs per category, customer, and usage to ensure that all customers are billed properly and suppliers are charging the business accordingly.In addition to that, installation, configuration, and troubleshooting of residential modems.Additional projects:- Implementation of TR-069 server for remote provisioning of modems- API script (Python) to configure Grandstream APs (GWN Cloud)- Script (Python) that configures TP-Link modems automatically- Script (Python) that configures Tenda modems automatically

Gold Coast, Queensland, Australia

- Improving PBX management (call flows, extensions, etc) by coding automation scripts- Coding solutions to communicate with various services APIs- Testing and simulating customers scenarios to assist for pre-sales purposes- Assisting customers with technical support, such as call-flows, features, and hardware- Documentation of processes, relevant information about services and configurations in use, and customers call-flow and configurationsI’m helping the company to smoothly migrate its customers across two different PBX platforms. One of the goals is making sure the client do not notice any difference after changing the platform - handsets configuration, features, call-flow. I also help the migration process by coding scripts which automates the creation and configuration of extensions, voicemail, and other features. It has improved the time for deployment to the new platform considerably. Answering technical support calls and e-mails is also one of my tasks, to make sure the customer will have its telephony infrastructure working properly. In addition, handset installation/configuration and infrastructure deployment.

Sydney, New South Wales, Australia

As a member of the customer service team, I designed a technical support workflow, describing the actions to perform according to the type of issue experienced by the customer: call quality, registration, inbound calls, outbound calls, fax, etc. It allows any person without deep technical knowledge to give first assistance to the users.I wrote some documentation describing how to set up the connectivity between third-party PBXs (such as 3CX) to the company's services. In addition, I've draw fluxograms describing each one of the CloudPBX functionality.· Team management (checklist, processes, methods)· Pre-sales technical support· End-user technical support (cloud PBX features, troubleshooting and operation)· Ensuring tickets SLAs are fulfilled· Reproduction of customer issue/bugs· Report of customer issues· Bug/issue escalation to other teams· Documentation of the product· Rack maintenance (Equinix datacenter)

Sydney E Região, Austrália

All tasks were performed to ensure smooth operation across 6 offices in 5 different timezones.Tasks:- Ensure the reliable operation of the enterprise VoIP systems- Implement systems, procedures and controls to manage and monitor the VoIP infrastructure- Ensure reliable and cost efficient VoIP call routing and operations- Ensure the reliable operation of the network- Implement systems, procedures and controls to manage and monitor the VoIP infrastructure- Firewall, VPN, DHCP systems administration- GSuite administration- Forensic imaging of HDDs/SSDs- User support- VMWare ESXi management- Cisco, D-Link, Dell, HP switches/routers administration- Surveillance system managementAchievements:- Network monitoring and alerting using Grafana/Prometheus/AlertManager- PBX configuration using Puppet- Portability of 300+ telephone numbers- Compliance of telephony numbers across different countries- Surveillance system revamped

Eldorado Do Sul

Management, planning, execution and documentation of Ethernet Switches line tests. Understanding of Agile Kanban and Scrum.Experience in writing test-cases using Testlink, bugs' management with Bugzilla and version/team management using Rally.Product documentation and product training. Validation team leader, responsible for managing time, prioritize testing, disclose progress of the project and deliver validation report.

Porto Alegre / São Paulo

IP PBX development, based on Asterisk, using PHP, MySQL, HTML, Javascript, Perl, Bash.Web application development, Linux-based system for managing corporate network resources, such as firewall, server, proxy, e-mail server.

Porto Alegre

Design of DC sources, programming of microprocessors and microcontrollers, development of prototypes for studies in aerospace medicine area using accelerometers, strain gages, PTC and other types of sensors.King’s College, Londres – 07/2004 – Guest ResearcherAid in the development of arterial blood collector by the earlobe for aerospace research in zero gravity.Kingston University, Londres – 07/2004 – Guest ResearcherAid in the development of a clinostato to simulate zero gravity, used for stem cell culture.

Advanced Diploma, Program Management

Diploma, Project Management

Post Graduation, Network Engineering

Bachelor Of Engineering - Be, Electronics / Computers

Activities and Societies: biomedical engineering, electronics, VoIP, embedded systems, ARM architecture, linux, PHP, MySQL